Sr. Manager,IT Service Management & End User Experience Job Charlotte area,North Carolina USA,IT/Tech

Sr. Manager, IT Service Management & End User Experience

The Sr. Manager, IT Service Management & End User Experience is responsible for the strategy, governance, and continuous improvement of enterprise IT Service Management (ITSM) and End User Experience (EUX) capabilities. This role oversees all aspects of end user support services, driving the transformation from reactive service desk operations to a proactive, data-driven, and automation-enabled service delivery model. Reports to Chief Information Security Officer (CISO).

Accountable for designing and operating ITIL v4-aligned processes across the full-service lifecycle—ensuring resilient, secure, scalable, and high-quality services that support business operations and align with enterprise risk and security requirements. Acts as a strategic partner to Information Security, Infrastructure, and business leadership to deliver exceptional digital employee experiences.

What You'll Do:

IT Service Management (ITIL v4 Ownership)
Own and govern core ITIL processes, including:

Incident and Major Incident Management
Problem Management (root cause analysis and elimination)
Change Enablement (risk-based change governance and CAB leadership)
Request Fulfillment (service catalog and automation-first design)
Knowledge Management (self-service and shift-left strategy)
Configuration & Asset Management (CMDB governance and service mapping)

Define and mature ITSM processes aligned to ITIL v4 frameworks and organizational priorities
Establish process KPIs, governance models, and continuous improvement cycles

End User Services & Experience
Lead enterprise end user services strategy (L1–L3 support, field services, endpoint experience)
Implement and manage Experience Level Agreements (XLAs) in addition to SLAs
Drive Digital Employee Experience (DEX) monitoring and service quality improvements
Define endpoint standards including performance, compliance, software deployment, patching, security posture, and usability

Operations & Service Delivery
Ensure effective delivery of incident and request management to minimize business impact
Oversee escalation management and major incident response coordination
Optimize service desk operations for efficiency, consistency, and customer satisfaction
Establish and maintain SLAs, OLAs, and service performance targets

Automation & Modernization
Lead automation strategy for ITSM workflows, including AI-driven virtual agents and self-service
Drive ticket deflection, workflow automation, and proactive issue resolution
Integrate ITSM platforms with enterprise systems (e.g., identity, endpoint, and security tools)

Security & Compliance Integration
Partner with Information Security to:

Embed security incident handling within service desk processes
Support identity lifecycle management and access governance
Ensure alignment with enterprise security policies and standards

Support audit readiness and compliance initiatives (e.g., SOC 2, PCI, NIST/CIS frameworks where applicable)

Vendor & Financial Management
Manage service desk platforms, endpoint tools, and third-party service providers
Drive vendor performance, contract optimization, and cost efficiency
Evaluate emerging technologies to improve service delivery capabilities

Data, Reporting & Continuous Improvement
Develop executive dashboards and reporting for service performance and trends
Track and improve KPIs such as:

Mean Time to Restore (MTTR)
First Contact Resolution (FCR)
Ticket deflection rates
Automation coverage
Customer satisfaction and experience metrics

Lead continuous improvement initiatives to reduce incident volume and improve service quality

Leadership & Organizational Development
Lead and develop multi-tier support teams and managers
Establish a high-performance, customer-focused service culture
Partner across IT and business units to align service delivery with operational needs
Drive training and knowledge-sharing initiatives to enhance end user self-service

What You'll Bring:

Bachelor's degree in information systems, computer science, or related field
10–12+ years of IT experience, including:

5+ years leading service desk or end user services organizations

Experience driving ITSM transformation or process…